Key Solutions: most-reported complaints
Automated analysis of 234 public Trustpilot reviews published 2017-07-19 to 2026-09-02. TrustScore 5 from 3,003 total reviews — see the Trustpilot page. Quick answer: is Key Solutions legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Key Solutions' support is unhelpful, with 19 out of 26 identified complaints citing this issue. A smaller number of reviewers mention that support is unreachable, accounting for 9 reports. Additionally, 2 complaints specifically mention billing errors.
How to reach Key Solutions
These are the contact details Key Solutions publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01934 520777, email [email protected], address Abatec House, Oldmixon Crescent, BS24 9AX, Weston-super-Mare, North Somerset, GB.
The company claimed its Trustpilot profile on 2016-03-10 and uses Trustpilot’s paid features. Trustpilot ranks it 7 of 89 in Mortgage Broker. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 5 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “mk3 mondeo spare key solutions”, “Key finical solutions charging for delay in claim”, “Equity Release with Key Mortgage Solutions?”.
TrustScore over time
5.0 → 5.0 across 10 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-27 (0%, 0.0d) · 2026-09-02 (0%, 0.0d) · 2026-09-08 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-21 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Severity: 15% of this company’s 26 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
refund window: immediate
“Or your money back!”
refund window: immediately
“we will immediately refund any fees that you have paid us.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +66/-26 lines; added: Ready to talk mortgages without the broker fee? | Book a free consultation with a trusted advisor using the form below, or call our team directly on 0800 138 5856.; removed: Facebook Linkedin Instagram Twitter | Drop us a message (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 27 negative reviews that received a public reply, the median wait was 3.9 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 27 company replies to negative reviews analysed, 70% engaged with the specific problem and 19% were generic templates.
Review provenance: 70 company-invited reviews in the recent window average 4.93★, while 141 organic (uninvited) reviews average 5.00★.
24% of its 207 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 73% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 104 of this company’s 3,003 Trustpilot reviews (3%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Key Solutions?
Support unhelpful
19 reports · 73% of complaints“I was highly surprised that I didn’t receive a follow up email outlining some of the recommendations”
The company replied on 2019-03-21: “Hi Suzanne, Thank you for taking the time to post your review. In light of your comments, we have reviewed the notes taking during your conversation with one of our senior advisers. Our role in the…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“each time I call, she was always on Holiday which meant that other team member had to pick up my queries adding delays.”
The company replied on 2018-11-07: “Hi Wing Ting, Thank you for your review and your constructive comments. We are always incredibly disappointed when one of our valued clients doesn't feel that they have received a 5* 'WOW' service…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I follow up, but nothing, I follow up, and oh we need a letter from your employer”
The company replied on 2021-01-05: “Hi James, Thank you for taking the time to discuss this with us earlier, it’s always disappointing when we receive a negative review as we want to ensure that we deliver an excellent service to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
9 reports · 35% of complaints“James never called me back. James never responded to my emails.”
The company replied on 2018-09-28: “Dear Tony, Thank you for your feedback. As a company we want to know your experience of Key Solutions, good or bad, as we always strive to improve and this is how we learn. We are truly sorry that…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“each time I call, she was always on Holiday which meant that other team member had to pick up my queries adding delays.”
The company replied on 2018-11-07: “Hi Wing Ting, Thank you for your review and your constructive comments. We are always incredibly disappointed when one of our valued clients doesn't feel that they have received a 5* 'WOW' service…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I follow up, but nothing, I follow up, and oh we need a letter from your employer”
The company replied on 2021-01-05: “Hi James, Thank you for taking the time to discuss this with us earlier, it’s always disappointing when we receive a negative review as we want to ensure that we deliver an excellent service to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Billing errors
2 reports · 8% of complaints“James never called me back. James never responded to my emails.”
The company replied on 2018-09-28: “Dear Tony, Thank you for your feedback. As a company we want to know your experience of Key Solutions, good or bad, as we always strive to improve and this is how we learn. We are truly sorry that…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“interest rates and payments currently being paid were incorrect”
The company replied on 2019-06-06: “Hi Clare, Thank you for taking the time to post a review, we’re always really grateful for any feedback we receive. We love looking after our clients throughout the entirety of their mortgage and our…”
Our classifier read this reply as a substantive response.
Compare Key Solutions with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-05.